NCX Rate suddenly increased for no apparent reason. Sales dropped. Any Conection?
I'm concerned about a sudden surge of NCX ratings on my Voice of Customer page. These negative ratings, appear out of blue for MULTIPLE PRODUCTS IN LAST FEW DAYS. These products have consistently high customer reviews (4+ stars).
What's unsettling is that NONE of these NCX ratings have corresponding return orders, negative reviews, or any customer feedback. They simply state "Performance or quality not adequate" without context.
Despite raising this issue, Amazon support's response has been not satisfying. I've been advised to wait 48 hours - neither of which has addressed the root cause.
The timing is particularly unsettling. These NCX ratings coincide with a sudden drop in sales, even for products without recent sales activity. Though I'm not a big seller, zero sales is not a hopeful situation. While I can't definitively link the NCX ratings to the sales decline, their appearance without any customer justification is deeply concerning.
My question to the community is: how can NCX ratings be generated without any associated customer orders, returns, or feedback? I'm eager to understand this issue and find a solution to protect my product reputation and sales.
NCX Rate suddenly increased for no apparent reason. Sales dropped. Any Conection?
I'm concerned about a sudden surge of NCX ratings on my Voice of Customer page. These negative ratings, appear out of blue for MULTIPLE PRODUCTS IN LAST FEW DAYS. These products have consistently high customer reviews (4+ stars).
What's unsettling is that NONE of these NCX ratings have corresponding return orders, negative reviews, or any customer feedback. They simply state "Performance or quality not adequate" without context.
Despite raising this issue, Amazon support's response has been not satisfying. I've been advised to wait 48 hours - neither of which has addressed the root cause.
The timing is particularly unsettling. These NCX ratings coincide with a sudden drop in sales, even for products without recent sales activity. Though I'm not a big seller, zero sales is not a hopeful situation. While I can't definitively link the NCX ratings to the sales decline, their appearance without any customer justification is deeply concerning.
My question to the community is: how can NCX ratings be generated without any associated customer orders, returns, or feedback? I'm eager to understand this issue and find a solution to protect my product reputation and sales.
4 replies
Seller_VnjWaIFTWXcPS
While the Vine reveiews and Verified buyer reviews are extremly positive, these NCX orders are appearing without return orders, negative reviews, or any customer feedback whenever my rank is increasing.
It feels like an amazon bot gone wrong or someone, either from a scam marketing agency or a competitor seller or a middle broker is able to access Amazon accounts or giving negative reviews.
Amazon Seller Support is not to blame but their answers are not much helpful because they are just stating the obvious facts but not researching into these issues
Seller_VnjWaIFTWXcPS
Found out these NCX ratings are related to customer returns. The reasons are as follows.
"I accidentally ordered the wrong item", "Unwanted item", "Ordered wrong style/size/color".
But a NCX rating of "Very Poor" is created with "Performance or quality not adequate' as issue. And suddenly the sales goes to zero.
Anyone has the same problem of increase in NCX and drop in sales? If so, what to do?
Tatiana_Amazon
Hi @Seller_VnjWaIFTWXcPS,
Tatiana from Amazon here -- I'm just coming across your post.
Typically when a product starts to receive high NCX ratings, we suggest looking at how the listing can be improved. Since this is directly tied to returns, it could be a sign hat customer are not understanding something about your product, or there could be a quality issue with the product itself. Take a look at the resources below for more information on NCX notifications and how to resolve them:
- Voice of the Customer
- Resolve your CX Health issues
- Amazon negative customer experience (NCX) notifications
I think the second link will be particularly helpful as it covers the ways in which poor CX ratings can be resolved.
Tatiana
